How to Set Up Inbound Call Center: Step-by-Step

Setting up an inbound call center might sound like a daunting task, but with the right approach and tools, it can be a smooth journey toward delivering exceptional customer experiences.

This guide will walk you through the essentials of how to set up inbound call center operations that meet customer expectations and boost your business development.

What is an inbound call center and why it matters

An inbound call center is a dedicated department or service provider that primarily receives incoming calls from existing customers or prospective customers.

Unlike outbound call centers, which focus on making outgoing calls, inbound call centers specialize in handling customer inquiries, technical support, appointment setting, and more. They play a crucial role in ensuring exceptional customer service and satisfaction, which are key drivers for loyalty and revenue growth.

Inbound call centers can be either an on premise call center located within your center office or a virtual call center operating remotely through cloud-based center technology.

Both have their advantages, with virtual centers offering flexibility and scalability, while on-premise centers provide more control.

Examples of inbound call center services

Inbound call centers are versatile and can be tailored to meet various business needs. Here are some common examples:

• Customer service: A general line where customers can ask questions or resolve issues.

• Helpdesk: Technical support with multiple levels of expertise for troubleshooting.

• Order and reservation lines: Handling bookings, purchases, and appointments.

• Telephone consultations: Offering professional advice, like legal or medical second opinions.

These services help businesses manage phone calls efficiently, ensuring customers get the help they need promptly.

The use of a centralized knowledge base, which houses relevant information in a searchable format, can significantly help agents.

Benefits of setting up an inbound call center

Cost savings and operational efficiency

Outsourcing your inbound call center services can significantly reduce overhead costs related to office space, equipment, and training. It allows your in-house team to focus on core business activities while experts handle customer support.

Enhanced customer experience

With the right inbound call center solution and call center software, you can streamline call routing and reduce wait times. Features like interactive voice response (IVR) and automatic call distribution (ACD) ensure customers are connected to the right center agents quickly, improving overall satisfaction.

Did you know that..

94% of American customers are likely to recommend a company with “very good” service to others. 87% of consumers are willing to buy more products from businesses that provide great experiences.

Flexibility and scalability

Cloud-based business phone systems are recommended for their flexibility and cost-effectiveness.

A cloud-based call center solution lets you scale operations up or down based on call volume. Whether you’re handling seasonal spikes or steady growth, a virtual setup adapts to your needs without heavy investment in physical infrastructure.

How to set up inbound call center: Step-by-step

1. Assess your needs and set goals

Start by estimating how many incoming calls you expect daily and the average call duration. This helps determine staffing levels and operating hours. Define clear goals, such as improving first-call resolution or reducing average handle time, to measure your center metrics.

Using a limited number of key performance indicators (KPIs) helps focus on what matters most in call center performance. Organizations should have 5-8 key performance indicators to assess their call center operations.

2. Choose the right technology

Invest in a scalable inbound call center solution that includes:

• Automatic Call Distribution (ACD): Routes calls to the most suitable agents.

• Interactive Voice Response (IVR): Allows customers to self-serve or select the right department.

• Call recording and monitoring: For quality assurance and training.

• Customer Relationship Management (CRM) integration: Gives agents access to customer data for personalized service.

Agents need to be equipped with technical tools and data to provide effective customer service.

3. Recruit and train your agents

Your call center agents are the heart of your operation, so it’s important to find individuals with excellent communication skills, empathy, and problem-solving abilities.

High employee turnover is a common challenge in the call center industry, making it essential to provide ongoing training that keeps agents up to date with product knowledge, soft skills, and the latest center technology.

Training agents on products and effective communication not only enhances customer interactions but also boosts agent confidence.

Recognizing and rewarding outstanding performance helps improve morale and retention, because happy agents make happy customers. Engaged employees lead to higher customer engagement and can increase profitability by up to 21%.

To maintain this, invest in ongoing coaching and development programs that sharpen agent skills, and don’t forget to develop your supervisors as well, since well-trained supervisors improve agent effectiveness and reduce attrition rates.

4. Design efficient workflows and call routing

Streamlined workflows are essential for providing consistent service in a call center. Implement intelligent call routing to minimize wait times and improve customer satisfaction.

Use skills-based or priority routing to connect callers with the best-suited agents. Monitor call volume and adjust workflows to handle peak times seamlessly.

Chatbots can assist customers with common questions and pass relevant information to agents when needed.

5. Monitor performance and gather feedback

Use center metrics like average handle time, first-call resolution, and customer satisfaction scores to evaluate performance.

Collect customer feedback through surveys and social media channels to identify improvement areas. Regularly review call recordings and provide coaching to agents.

Gathering customer feedback is crucial for continuous improvement in service delivery.

Best practices for a successful call center

• Prioritize exceptional customer experiences by focusing on customer needs. Effective communication and active listening are essential for fostering positive customer experiences.

• Keep your team engaged with clear communication and recognition.

• Automate repetitive tasks where possible to free agents for complex queries.

• Stay informed about industry trends by attending industry events and networking. Promoting your call center services is crucial for attracting customers.

• Offer self service options via IVR or online portals to empower customers.

Other types of call centers

Besides inbound call centers, there are several other types of call centers:

• Outbound call centers primarily make outgoing calls for purposes like sales, telemarketing, and surveys.

• Blended call centers combine the functionalities of both inbound and outbound call centers.

• Multichannel call centers manage different communication channels separately with less integration.

• Omnichannel support integrates multiple communication channels into a single platform for seamless customer interactions. This is also called a contact center.

• There are also automated call centers that use technologies such as IVR and chatbots to manage customer interactions without human agents. Automating common tasks can reduce call volume and labor costs in inbound call centers.

On-premises call centers are located in physical buildings and involve traditional setup. Offshore call centers are outsourced operations in different countries for cost-effective labor.

How Belfabriek can help

At Belfabriek we provide a comprehensive virtual telephony platform to help businesses set up and manage their inbound call centers efficiently. We offer dedicated phone numbers and a suite of advanced features to handle incoming calls.

This includes the ability to automatically transfer callers to any phone, whether it's a landline, mobile, or VoIP device.

Additionally, the platform allows you to create a professional caller experience with a customizable welcome message, a detailed call menu for self-service options, the ability for callers to leave a voicemail, and a call queue to manage high call volumes smoothly.